Support Analyst

Sharp and Carter; Melbourne; Hybrid; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Hybrid work arrangement

Mentoring and development

Career progression

Job summary

Sharp and Carter is seeking an IT Support Analyst in Melbourne for a clear progression path from Level 1 to Level 2 within a collaborative technology team. The role operates in a hybrid arrangement, combining three days in the Melbourne CBD office with two days working from home, and offers exposure to a modern Microsoft environment.

You will provide Level 1 support, help resolve hardware, software and network issues, manage incidents to SLA, and gain hands-on experience mentoring under senior

Qualifications

• Level 1 experience in an IT Support, Help Desk or Service Desk role.
• Strong experience supporting Microsoft Windows and Microsoft 365 environments.
• Exposure to Active Directory, remote access technologies and mobile device support.
• Excellent troubleshooting and problem-solving skills.
• Strong communication and stakeholder management capability.
• A customer-first mindset with a genuine focus on service delivery.
• IT qualifications or equivalent commercial experience.
• Full Australian working rights.

Responsibilities

• Providing Level 1 technical support to end users
• Troubleshooting hardware, software, networking, VPN and mobile device issues
• Managing incidents and service requests within agreed SLAs
• Supporting Microsoft 365, Windows environments and Active Directory
• Managing user access requests and account administration
• Escalating complex issues to specialist teams where required
• Assisting with device deployments, upgrades and onboarding activities
• Maintaining support documentation and knowledge articles
• Contributing to continuous improvement initiatives and service excellence

Skills

IT Support

Windows

Microsoft 365

Active Directory

Troubleshooting

Communication

Customer focus

AU working rights

Education

IT qualifications or equivalent

Tools

Intune

Entra ID

VPN

Endpoint management

Job description

Melbourne CBD | Hybrid (3 days office / 2 days WFH)

We’re partnering with a well-established professional services organisation to recruit an IT Support Analyst to join their Melbourne-based technology team. This is an excellent opportunity for someone currently operating in a Level 1 Service Desk or IT Support role who is looking for genuine career progression into a Level 2 position.

You’ll initially join the team supporting end users across a modern Microsoft environment while working closely with senior technical staff. As part of a planned service desk transformation, there will be a clear development pathway into a Level 2 role, including mentoring, training, and hands‑on exposure to more complex support activities.

About the role

Working as part of a collaborative support team, you’ll be responsible for delivering high‑quality technical support to users across multiple locations.

Key responsibilities include:

• Providing Level 1 technical support to end users
• Troubleshooting hardware, software, networking, VPN and mobile device issues
• Managing incidents and service requests within agreed SLAs
• Supporting Microsoft 365, Windows environments and Active Directory
• Managing user access requests and account administration
• Escalating complex issues to specialist teams where required
• Assisting with device deployments, upgrades and onboarding activities
• Maintaining support documentation and knowledge articles
• Contributing to continuous improvement initiatives and service excellence

About you

• Level 1 experience in an IT Support, Help Desk or Service Desk role
• Strong experience supporting Microsoft Windows and Microsoft 365 environments
• Exposure to Active Directory, remote access technologies and mobile device support
• Excellent troubleshooting and problem‑solving skills
• Strong communication and stakeholder management capability
• A customer‑first mindset with a genuine focus on service delivery
• IT qualifications or equivalent commercial experience
• Full Australian working rights

Highly regarded

• Previous experience within a law firm or professional services environment
• Exposure to ITIL and service management best practice
• Experience supporting modern workplace technologies including Intune, Entra ID and endpoint management tools

What’s on offer?

• Genuine progression pathway into a Level 2 position
• Structured mentoring and development
• Modern Microsoft technology environment
• Melbourne CBD location
• Hybrid working arrangement (2 days WFH)
• Supportive and collaborative team culture

If you’re a Level 1 Support Analyst ready to take the next step in your career, we’d love to hear from you.